Business Analytics Analyst - Operations

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.     Citi ’ s Mission and Value Proposition explains what we   do   and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients and the   publics   trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.     Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.     The   Operations Analytics   team uses data analysis to improve efficiency, reduce costs, and enhance customer experience across the front and back office. They focus on optimizing contact center performance, automating processes, resolving customer issues, and supporting KYC operations. Projects include enhancing First Contact Resolution, improving complaint and sentiment analysis, streamlining card issuance and return mail processes, and optimizing capacity planning and staffing. They leverage tools like NLP and AI to reduce complaints and identify agent coaching opportunities. Their goal is to drive data-driven decision-making for operational improvements.     The  Business Analytics Analyst  is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets   factual   information . Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.     In this role, you   a re expected to:   Gathers operational data from various cross functional stakeholders to examine past business performance   Identifies data patterns & trends, and provides insights to enhance business decision making capability in business planning, process improvement, solution assessment etc.   Recommends actions for future developments & strategic business opportunities, as well as enhancements to operational policies.   May be involved in exploratory data analysis, confirmatory data analysis and/or qualitative analysis.   Translate data into consumer or customer behavioral insights to drive targeting and segmentation strategies, and communicate clearly and effectively to